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About the Role
This role is for a customer-focused professional with experience in publishing technology, project management, and problem-solving. You will manage customer challenges, drive projects, and improve support and onboarding processes within a London-based software company that serves the publishing industry.
Responsibilities
- Play a leading role in the support team, maintaining clear performance standards and consistent service while taking ownership of escalated customer issues.
- Take publisher installations and onboarding projects from start to finish, creating timelines, coordinating resources, managing expectations and keeping customers informed.
- Maintain the customer knowledge base, identify information gaps and develop internal processes that make support and installations more effective.
- Maintain positive relationships with assigned publishers, keep accurate CRM records and support customers throughout onboarding and their ongoing use of the software.
- Track support and project performance, ensure work remains within agreed timescales, flag potential issues early and contribute to wider planning, sales support and customer communications.
Requirements
- Experience within publishing, publishing technology or digital publishing platforms, including an understanding of publishing workflows.
- Proven experience successfully onboarding and working with new clients, with a strong commitment to customer service and relationship building.
- Strong project management skills, with the ability to coordinate multiple priorities, communicate clearly and identify potential delivery issues early.
- Strong communication, interpersonal and problem-solving skills, including the confidence to manage challenging conversations and escalated customer issues.
- A proactive, adaptable and professional approach, with the ability to work independently and identify opportunities for process improvement.
- Knowledge of ONIX messaging and how metadata moves through the publishing supply chain.
- Experience developing or improving customer onboarding processes.
- Experience using CRM, helpdesk and project management systems, alongside good Microsoft Office skills, particularly Excel.
Skills
- Project management
- Customer service
- Relationship building
- Communication
- Interpersonal skills
- Problem-solving
- Adaptability
- Process improvement
- ONIX messaging
- CRM systems
- Helpdesk systems
- Project management systems
- Microsoft Office (Excel)
- Analytical skills
- Numerical skills
- Negotiation skills
- Conflict-resolution skills
Location
- London
Work Type
- Permanent
- Hybrid
Experience Level
- Up to c. £35k, depending on experience
Education Level
- Project management certification or a relevant degree
Salary/Compensations
- Up to c. £35k
About the Company
- Our partner is a London-based software company with a global reach.
- Their specialist tools support the publishing industry, helping teams streamline editorial, rights and royalties, and production workflows.
- Known for their highly personal approach and strong client relationships, they combine technical know-how with deep industry understanding to deliver effective solutions across the publishing landscape.
Equal Opportunity
- At Wonderful, we are dedicated to promoting diversity in all its forms.
- We are committed to creating an inclusive and equitable environment that promotes equal opportunities for wonderful people.
- We actively encourage candidates from under-represented groups to apply and warmly welcome all individuals with exceptional abilities, irrespective of their background.